Job Description

What if the work you did every day could impact the lives of people you know? Or all of humanity?
At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.
Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary:




The End User Services (EUS) Manager will be a key member of the global function, based out of our Bangalore office reporting to the Associate Director of IT, End User Services.



With the launch of Illumina\xe2\x80\x99s new office, customer solutions center and forecast growth in India we are looking to hire a manager to build the IT End User Services operations from the ground up. Initially required to be very hands on to support the business, our intent is to find the right leader that can adapt and grow with the site & region.



Responsibilities:

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  Individual will be an important member of the Global IT End User Services Leadership team with collective accountability to availability & performance.
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  Responsible for all India End User Service operations, including but not limited to; 1st line, 2nd line Service Desk, printing, asset lifecycle and associated services.
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  Responsible for all APJ & China Software Asset Management (SAM) oversight, including but not limited to; license procurement, cost negotiation, policies, enforcement & auditing/compliance.
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  Able to thrive in a fast-paced environment, ability to be agile and pivot frequently with rapid changes in business & functional demand.
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  Ability to work within a defined budget balancing business and functional need against available funding & resources.
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  Forge strong relationships with peers, business partners & stakeholders within the company.
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  Maintain regular engagement with vendors, overseeing relationship management, service delivery and adherence to performance agreements.
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  Regional escalation point for IT, oversee resolution of complex end user support issues and communicate effectively & timely with stakeholders & leadership.
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  Highly professional and motivated individual providing support to Illumina\xe2\x80\x99s VIP\xe2\x80\x99s and general userbase via a multitude of channels.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.



Requirements:

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  Well presented with an excellent customer service approach
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  Experience leading within an IT Service Desk or within Infrastructure operations.
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  Experience working and operating within an ITIL framework with SLA management & continuous improvement as a central focal point.
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  Experience managing, coaching and mentoring teams.
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  Project management experience.
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  Articulate and persuasive oral and written communications skills
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  Possesses strong problem-solving, influencing, consensus building and negotiating skills.
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  Be a champion for company culture and Team inclusion.
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  Occasional travel may be necessary.

All listed requirements are deemed as essential to this position; however, business conditions may require reasonable accommodation for additional tasks and responsibilities.




Preferred Education/Skills:

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  Bachelor\xe2\x80\x99s degree from an accredited college or university or equivalent work experience.
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  ITIL Foundation
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  Microsoft or Apple accreditations advantageous

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.